Why shopping from us is risk free
You need to be completely comfortable with the products that you have ordered. We try to give you the best information possible in order for you to make the best purchasing decision possible. However, sometimes things just don’t work out. That is fine and we understand. Therefore, we are happy to take back products that you do not want.
Hang on? What’s the catch?
There is no catch. We offer you a full refund when you return your goods as long as we can resell them as new. So, they will need to be unused and in the original packaging with no damage. If you can do the above within 30 days then we will refund you in full (less the return shipping).
FAQs
Can I send back an item if I changed my mind?
Yep. If you have simply changed your mind and no longer want the item you can return the item for a refund. As long as your goods are new and unused, in the original undamaged packaging and we are notified within the 30 day period it is fine.
How long will it take to get my refund?
When the item is returned we just need to check it over and make sure that the product is in accordance with our returns policy. This may take a few days. Then, we refund your money. It normally takes about 7 days but please allow up to a few weeks at most.
Why do I need to pay to return the item?
Returns are very rare. Most people have a great understanding of the product that they are buying and are happy with the purchase they make. We provide a phone line with a customer advisor to help you with any questions. We do all we can to help you make the right informed decision. We feel it fair therefore to share the responsibility of any product you have changed your mind about. We ship it out for free but cannot absorb all the return costs without compromising our great customer service.
What warranty do your products have?
Most products come with a manufacturers warranty of 12 months. This is fairly standard. Please check individual products for warranty.
Can I cancel my order before it is shipped?
Yes you can as long as your order has not been shipped then you are able to cancel your order.
To cancel please email sales@superpetshack.com or call us on 08444 155 777 and we will be happy to assist.
